Makro online marketplace experience has been horrible

I regularly buy from Makro's online platform but am now quite frustrate with the service and turnaround times.

I bought 2 clothing rails that were advertised to carry up to 35kg's. Without even attempting to place that much weight, I re-packed the rails. One of the rails also had a faulty part. I app**** for a refund more than 2 weeks ago on the 5th of Feb. To date I have not heard anything from Makro. When I call the call center I am told there is a backlog and they don't know when the item will be fetched.

Fast forward to yesterday where I wanted to return a faulty school bag and get a replacement. I saw somewhere that the item could be returned in store as there was stock. When I arrived there I had to wait over an hour to get a resolution and had to call the online team myself. At the end I was told that this was through a different vendor and I would need to log a return online. My challenge with the school bag is that it is an everyday item that my child can't live without. I paid R1600 for the bag and don't have another R1600 sitting in my bank account to buy a new bag while waiting for your online team to collect the faulty school bag and offer a replacement.

This is frustrating as my son now has to carry a random laptop bag which is not water proof or meant for school.

I spoke to everyone asking for a resolution or a way to speed up my query with the school bag especially, but was met with blank stares and people re-iterating a "process" that does not help me in my current problem that I may not have had if I brought from a different supplier.

Please help in a speedy resolution.